Poor service from Walsh Western

Posted by Jake in Business, Customer Service on 13 Apr 2007 | 189 Comments

We ordered a laptop from Dell for a client last week and still haven’t received it, even though it was dispatched from their Coventry depot 3 days ago.

It is just annoying and rude, that we have to chase them up to find out what is going on with the package. The original delay was due to their delivery van breaking down – I found this out from their online system, which isn’t updated in real time, the following day after we had waited all day for the package. All it would have taken is a phone call to us to let us know about the delay – thats we did with our client and they were OK with this.

The problem then got worse by the fact that the driver forgot to load the package the following day for redelivery. Yet again they didn’t inform us of this and their web system didn’t update with this info until the following day and I had to spend 25 minutes on hold to find this out.

The laptop is due to turn up in the next hour so fingers crossed they can deliver it on the third attempt. It is so frustrating when large companies like this mess you around – there is very little that we can do as they have the product that we ordered and there is no way that we can take out business elsewhere. All in all I am completely unhappy with the service, and the £25 we have to pay Dell for the shipping.

189 Comments

i feel all these bad things said about my company are so far from the mark, we strive to achive great things here at walsh western, and anyone who says different please leave your name and number and i will come round with the IT boys and sort ya, It almost brings me to tears to hear this great Institution slagged down, i would die for this company and all the mangement, i would personally deliver the goods to save the rep of my world (walsh western) i have to go now, i have a plane to catch to brazil

carl wing / 25 Feb 2009 / 5:35 pm
Ha. I placed an order with Dell arranging for a specific date as I am leaving the country. The delivery fom Walsh turns out to be a few days after I have already left. Dell's response is: Sorry. EWe can not cancel your order. The courier will make 2 delivery attempts before contacting them to find out why we are not available. They can not cancel th delivery with the ouriers? How come someone can not call the couriers and ask them to bring the parcel back to them? And to mae matters worse, Dell says that the delivery guys will not ask for proof of ID. So whoever is here after me will receive my notebook, and I will stay pay for it. Seems like as long as Dell gets their order, and Walsh does their delivery, they dont care...

Michelle / 26 Feb 2009 / 6:46 pm
At risk of boring you all rigid, a final posting. For no very good reason, I've just been into the WW Track & Trace site, in preparation for a call scheduled today from a Dell 'Executive Support Resolver (!!!)'. The list of actions says a.m. on Tues 24/02/2009: 'Customer not home - card left'. THAT IS A STRAIGHT LIE. Having rearranged my a.m. appts, I was phoned that morning and asked if I could accept delivery p.m. instead of a.m., due to a computer failure. I managed to find a window.

Colin / 27 Feb 2009 / 3:48 pm
After reading many of the above comments I was really anxious about the delivery of my laptop. The planned delivery date was 'on or before March 6th' The laptop arrived today (27/2/09). Although I did not receive a call from the delivery company, the tracking information said that it was on the van for delivery this PM and it duly arrived! Just thought I'd let people know that it sometimes goes right!

Suzy H / 27 Feb 2009 / 4:05 pm
Can't complain about the service. Ordered a Dell laptop on Friday 6th Feb which showed an estimated delivery date of 2nd Mar, though i don't see why it takes them that long but i can't blame Walsh Western for that. Laptop was showing as despatched from Dell to Walsh Western on Mon 23th. Showed up on Westerns track and trace on Thur 26th. In China. Arrived in Hinkley UK (about 200 miles away from where i live) on Fri 27th. Was despatched the same day, Fri, to my local Business Post depot. Checked Sat morning and it was showing as been received at the depot. Gave them a call to see if it would be possible to pick it up since i only lived around the corner. Said i could and the laptop was in my hands within half an hour of my phone call. The guy at Business Post was really friendly. Even gave us directions as they closed at 12pm and he didn't want us to struggle to find the unit on the Industrial Estate. The box was in perfect condition. Laptop seems to be working find. All in all pretty happy though i doubt i will order anything else from Dell again. The wait is just abit too long for something i could have had in my hands 3 weeks ago.

Maria / 28 Feb 2009 / 8:10 pm
Well all I can say is that either you guys were unlucky...or I was the lucky one. I ordered my dell pc and it arrived within 8 days and was delivered at the exact time and day that Walsh Western said. :)

Dell FTW / 02 Mar 2009 / 10:33 am
After reading the above posts i feel I have to add my thoughts as well. I have been waiting in all day for my laptop to be delivered, i've been told 3 times today by someone @ Dell in India that I would definitely have it today. Finally managed to get hold of someone at Walsh Western/Syncreon only to be informed that there's a lot of traffic on the road today?! and it's going to be tomorrow. Problem being that I have taken the day off work today to wait in for the delivery and am not off for another 7 days now also have missed a load of other stuff that needed doing today. A really shocking customer service if I'm honest.

Peter / 03 Mar 2009 / 3:39 pm
Well I can only echo almost everything already posted here. My Dell laptop is meant to be delivered by Walsh Western, and so far it seems the service is diabolical. I have been tracking my order and according to the WW website it is 'on hold' at my local depot, and was due to be delivered this morning. Thankfully I chose not to take the day of work, and planned to just re-arrange the delivery for a day I was available. So getting home today I expected to find a nice 'sorry we missed you' note from Business Post (the company who were doing the actual delivery after it being passed onto them by WW) however I'll be damned if there is anything! What happened to my expected delivery date of today? I just checked my voicemail on my home phone to find I'd been left a message by some nice lady in Milton Keynes working for Business Post telling me my package had been delayed, and was caught up in Milton Keynes. What the bloody hell happened to it being 'on hold' in my local depot, just 20 minutes away? I know it's not exactly something to worry about too much, but it frustrates me greatly to be fed a load of false information when it is clearly not true, and I can understand that it would be even worse for the people who took a day off work to receive they're delivery, to find it's actually still on the other side of the country. I would have expected such a big company like Dell to use a better courier than this uselss Walsh Western.

Mark / 03 Mar 2009 / 9:18 pm
Ordered a Laptop from Dell website for my brother on the 22/02/09 and I have since heard nothing from them. The only thing I can get hold of it is the tracking info in both Dell and WW websites which are not usefull!!!!I wanted to cancel my order and get a refund and phoned dell yesterday but they said they can't do it so decided to wait a couple of days more...Will never buy again a Dell product, not to mention using the services of WW! By the way, this is how companys lose customers...

Carlos Lopes / 04 Mar 2009 / 1:59 pm
Excellent service from Walsh Western Ordered my Dell laptop on 20/02/2009 and according to WW website delivery was scheduled for morning 04/03/2009. At 0945hrs on 04/03/2009 my buzzer sounded and there was the Business Post delivery driver with my packages. On time as I was informed and all of the items were there. Can't fault the service I received 10 out of 10 for me.

Jim / 04 Mar 2009 / 7:05 pm
Well, yes, no doubt 95% of deliveries are achieved on schedule (is that regarded as good enough?), but baving been let down badly on delivery for the 2nd time in less than 18mths, my small company will no longer order from Dell unless they are prepared to use a different carrier. On the firms behalf I have tried to take this up with Dell but only got the usual bromide. The problem is that we used to buy from HP, until we found that whilst delivery was dependable their after sales service was diabolical. Perhaps Dell think they are too big to worry about small cos. Maybe they've forgotten what happened to IBM, another arrogant company. Or is someone on a bung?

Charlie / 07 Mar 2009 / 3:43 pm
Well another victim, but of Dell not WW. WW has not received all the packages, Dell says all packages have been sent. This has been going on for a week. After £15+ of 0870/0871 calls, of menus and call transfers, I say enough is enough and ask to cancel the order. I apparently cannot according to Dell, and must pay for delivery, even though nothing has been delivered. Apparently it is my responsibility to call the carrier and make sure they collect all the items from Dell. Sigh.. I asked that I want to raise a formal complaint. "Dell does not handle complaints." !!! So called WW to inform them not to deliver it, even if they do receive it. I am now proceeding to get a refund through the credit card company. Attempted to be a first time Dell customer, never ever, ever, EVER again will I be even looking at Dell's website. Hardly surprised to see them falling from Nr 1 to Nr 3. To future and potential Dell customers, either get their addon support packages, or stay far far away. Those value added support packages are what other retailers offer as standard. You could always pray that everything goes perfectly! ;)

John / 12 Mar 2009 / 11:47 am
Well WW is more than happy to charge Dell, which is interestingly turning out to my favour. They (WW) have asked Dell to authorize the return and the refund! I didn't have to do anything.. yet.. Fingers crossed I get the refund.

John / 12 Mar 2009 / 1:41 pm
First and last time i order from Dell this is, according to the WW tracker my item was sent out 3 days ago and no cards, no calls and no parcel. Someone has been in at all times as well. City link and Parcelforce look like the perfect delivery company's next to the jokers at Walsh Western, terrible service.

Johnty / 12 Mar 2009 / 3:45 pm
What can I say? You get what you pay for.

Michael Dell / 13 Mar 2009 / 1:37 am
ive ordered a laptop from dell...its says that walsh western are going to deliver it...and when i try to track the order from their site...nothing happens..is there site not working???

baz / 15 Mar 2009 / 3:04 pm
I should have received a Dell Laptop and a cble router today. The delivery van turned up with just the router, when I refused to sign because the delivery should have been 2 boxes they went away with the router. I have spoken to Walsh Western who claim that both boxes were dispatched so they can't do anything about the non-delivery and can't even offer another delivery date. I have complained to Dell who have just referred me back to Walsh Western so I now have to go through my credit card company in the hope of getting my money back. KEEP WELL AWAY FROM DELL.

Josie / 24 Mar 2009 / 7:34 pm
Very happy with the service of both WW(Syncreon) and Business post, and Dell of course. one happy customer.

Jonesbylane / 30 Mar 2009 / 11:19 am
I ordered my Dell XPS 1530 on 23/03/09 and was told that it would arrive on or before 07/04/09. I then kept checking my order and arranged an order date with WW for anytime on 01/04/09. When it got to 16:30 I was thinking it aint coming after discovering this site.....well it did i'm happy to say and no this is not an aprils fool!!!

Alan / 01 Apr 2009 / 4:49 pm
This is the first time I have ever ordered a Dell laptop for myself, although I've had plenty of company supplied ones in the past.. My laptop got sent to the wrong depot by Walsh Western. They did not see fit to inform me and simply (when I rang them) said, you can have it re-delivered tomorrow. I am involved in the IT purchasing policy for our company, based on the shoddy performance of WW and the resolute indifference from Dell I will be trying to ensure we and I never buy another Dell machine ever again. Utter wasters..

buxtonmarauder / 08 Apr 2009 / 4:20 pm
Placed an order from Dell and within a week I was told that it would be delivered. I thought the automated delivery call was weird but I guess it does its job. Then I came across this page and I started to worry. I had arranged for an AM delivery, and it wasn't much of a surprise, having read the comments, that it didn't arrive. I was a bit annoyed that both Dell and WW swore blind it would be delivered before 5.30 (which just happens to be the office closing hours for WW :S). However, hoping the next day that it would get delivered I rang WW/Syncreon [+44 (0)871 987 3355]. To keep it short I was told it would come later that day, which it did. However the box had been slighty torn but didn't appear to have been opened. Not great but I guess it could have been worse! If you get the line "NOT REC'D/INCOMPLETE IN DEPOT" don't be too worried. My tracker barely updated at all compared to the ones posted and I still got mine. Make calls and send an e-mail (even if they don't reply at least you have it on record).

Alex / 09 Apr 2009 / 1:15 pm
PC ordered from Dell on 2nd April 09. Dell's ETA was 15th April, so I was plesantly surprised to get the automated message from Walsh Western stating an AM delivery on Thursday 9th April (the day before Easter break - can you see the issue looming?). Took the day off work on Thursday 9th (as a contractor, this is quite a personal expense to do), and come 12:30, and having seen the comments on this site, decided to call them. 12:30 - called and they said they would investigate and call me back 14:30 - called them again and asked for an update. They said that it must have missed the courier pickup and they would investigate. My details would be passed to a supervisor and I would receive a call. 16:30 - I called again and they took my details a 3rd time for a supervisor to call me. Needless to say, no call, no explanation, no rescheduling of a time of delivery, no apology. The call centre was very pleasant, but lack of follow-through is a bit grating! Easter came and went and this morning I came to work all fired up to give them a roasting when a call from home (thankfully somebody was home this morning) came in that they had delivered the computer before I had a chance to call them for an explanation. I'm just glad to have received the PC - the next task is to ensure it works. Fingers crossed. In the meantime, I'll be visiting their online complaints site: https://support.dell.com/support/topics/global.aspx/support/dellcare/outstanding_issues_care?c=us&l=en&s=gen

Anton / 14 Apr 2009 / 4:25 pm
I've read through some of these comments and I must say that this is a very negative thread. First off, I do not, nor never have worked for Dell. However, if you consider the number of systems they manufacture, the number of problems they encounter is actually very small. Secondly, what you are ordering is a custom built laptop essentially. This means three things: 1. Price will be very competitive as Dell does not stock any product, therefore have minimal overheads and adjustements to stock for damaged / obsolete product. 2. You will have to wait a little longer because each machine is built to order. 3. Under the distance selling regulations, you are NOT entitled to cancel your order. You may still return the order once in your posession if unsuitable or it does not match the described product. Note, returning an item and cancelling an order are two very different things. I personally hate waiting for a piece of hardware; but I accept that because I am paying less and getting the specification I want, that I will have to. If you need a computer by a specified time, support a local retailer by either buying a ready built system or making use of a computer specialist to build your machine locally. If you do have a problem with the delivery, take the issue up directly with Dell. Do not accept their telling you to contact the courier, as technically your contract is with Dell and nobody else. It is Dell that should do the running around to arrange delivery. This should help alleviate some of your stress. Should they not be able to deliver the product within a sensible time frame, then you may be able to cancel due to them breaking their "contract". This is not very likely, so don't try to strong-arm them into cancelling and refunding. They may offer to do so; but this is at their discretion. When refunding, they have a specified time frame in which to do so, do not be suprised if it takes 30 days for the money to go back into your bank account. Companies are quick to take your money, but take their time to refund it, and legally they are entitled to take that time. Additionally, they are legally entitled to take a "re-stocking" fee; though they may choose not to do so (hopefully). Above all else, BE POLITE. Always. No exception. Having worked in a call centre many years ago, you feel more inclined to help someone who clearly has had problems, but is remaining calm and polite. If someone starts going off on one, it is more than likely the phone call will be terminated, either abruptly if you are the 100th person the agent has spoken to like that today, or through the old "i'm afraid we're going round in circles, unless you have something else to add I'm going to have to terminate this conversation" type trick. Do not request to speak with a supervisor straight away. There are typically 1 supervisor to a team of between 8 to 30 people. Supervisors will be called over if they are needed. Instead, give the agent as much information as you can, refer them to previous calls if possible. Always take the name of the agent. They are not obliged to give you their full name, but you may ask for a reference number which should be recorded in their system relating to this call. Hopefully, this will be of help to many of you that have had problems. Regards

John / 14 Apr 2009 / 8:23 pm
We ordered a new PC from Dell on Easter Sunday. We then got a recorded message from Dell on Wednesday (only the 2nd working day since the order had been placed) to say delivery had been arranged for the next day. I wasn't going to be in so, having got the number for Walsh Western from this forum (thanks Ravi), I phoned and changed the delivery to this morning (8am-1pm), speaking to a very pleasant and helpful bloke called Tony. When I checked their tracking website, it had been updated immediately. Lo and behold, 07:57 this morning a nice man from UK Post knocked on the door with the new PC. A fantasic service from Dell, Walsh Western, and UK Post. Order to delivery in 4 working days!

Littlemim / 17 Apr 2009 / 9:28 am
My Dell was delivered on 31 Mar 09 and could not be left with a neighbour (I was not home) I requested re-delivery and as of today, 20 April I STILL do not have my laptop. Dell shows it sent back to me on 14 April -- it was not, I was at home all day and no notice was left. Now it shows delivery will be 20 April (today) but the carrier says they have not received it. I am only able to reach India or a computerised voice. This is deplorable customer service.

Valerie Acuff / 20 Apr 2009 / 9:30 am
Oh dear, I'm another victim of Walsh Western. They phoned on Friday to advise delivery of my Dell laptop for Monday 8 to 1pm but they were a no show. Dell needs to wake up to this and realise that this is not acceptable during a credit crunch.

Riz / 20 Apr 2009 / 8:48 pm
I've just read all the previous threads and have to add to this. I am out of the country for 2 weeks from tomorrow. I received a call from Walsh Western advising that delivery would be on Monday 27th. When the order was placed I was given a delivery time prior to the 6th May. Strange really, I am buying a bog standard laptop that is taking more than 18 days to deliver, my son just had a one made to spec, far superior to my requirements, and delivered in 6 days. Anyway, called the carrier, asked if he would delay delivery until 11th May. Told me that was not possible and to contact Dell. Did this and went from Bracknell to Mumbai, through 4 different "interpreters" and eventually got someone whose stock answer was "leave your house keys with someone who will take delivery". I asked her if that is what she would do, to which I got no reply. Sarcastically, I asked if she would prefer me to leave the front door open so they can just throw it in and take what they want. To which the answer came " If you are away and we cannot deliver within five days of the agreed date, then we will refund your money". When I stated that this was superb customer service, I was advised that "If we co-operated with you, no doubt you would think it was". The interesting thing is that Walsh Western have been advised that nobody will be able to sign/take delivery of it, and yet there website shows that I have agreed at 12.28pm today for a 27th April delivery. Strange when nobody is available, and I have an e mail timed at 12.25pm, to them, confirming the conversation that nobody will be here. I shall wait with baited breath for the next installment, but having read the threads, am sorry that I ever got involved with a company that appears to wash its hands of customer service for the price of a curry

Derek / 24 Apr 2009 / 9:36 pm
Same status from last 5 days WWI - HINCKLEY ORDER DISPATCHED FROM HUB. WWI - HINCKLEY FIRST BOX SCANNED OUT OF HUB. Laptop hasn't turned up yet. I could drive and come back to Hinckley in 5 - 6 hours from London.

Mark / 05 May 2009 / 10:54 am
Ordered a Studio Slim Quad Core. Total time was three weeks from order to delivery. The track and trace system is useful but not in real time. Therefore all information is presented 3-4hours after the event. My order was due to arrive between 8am - 1pm but arrived late at 1.45pm. No big deal, as long it arrived. Thought this was going to turn into another Business Post horror story, but seem to have got lucky this around. Van was white with no markings and the signature taken was paper based and NOT electronic like other more reputable delivery companies.

Mark / 27 May 2009 / 2:08 pm
I waited in all day, taking a day of leave from work, for delivery of my Inspiron which the automated call promised me would be between 8am and 12pm. My flatmate and I have been in all day, and haven't seen anyone or anything even resembling a delivery man. Yet when I called the number Ravi provided the delivery man "knocked and rang the buzzer and eventually gave up" at about 10.30. LIES. Delivery rescheduled for Friday am when flatmate is in, and if it doesn't show this time then I'm going back to Dell to complain.

Claidi / 27 May 2009 / 5:21 pm
Oh dear oh dear oh dear....I ordered my laptop from DELL on 1st May and after a catalogue of problems and appalling customer service from DELL I am due to receive my laptop this morning (28th May)......or so I thought but after I found this website my hopes are rapidly faiding. According to Walsh Western's tracker website the ETA is AM on 28th May 2010, sorry 2009, freudian slip!!!!!. Like alot of people who have added comments to this website I did not receive a call from WW to either my landline or my mobile even though their tracker claims that they tried to call me on 26th May to arrange delivery. I have just emailed WW requesting that somebody, anybody, don't care who, security guard, cleaner, maintenance person ring me and let me know if I'm going to get me delivery today. And all I'm going to do when I get it is send it straight back to DELL for a refund (another lengthly wait from the sounds of it!!!) as their service has left alot to be desired - this is even before I've got the laptop so I don't have much faith in their after sales serice. I wish I had taken my friends advice when he said don't buy DELL. My parents always taught me learn by your mistakes. Hope you have better luck than me.

Theresa / 28 May 2009 / 11:08 am
I have to say after reading through the messages on this site, I am also concerned for my delivery. The scheduled delivery date is 04.06.09 (PM delivery) but from the track n trace it looks as though it is still in Poland!! Activity 01/06/09 16:00 LODZ DEPARTED MANU.FACILITY 01/06/09 13:28 04/06/09 PM DEL. SCHEDULED DELIVERY DATE. 01/06/09 13:28 PM DELIVERY. 01/06/09 13:23 04/06/09 SCHEDULED DELIVERY DATE. 01/06/09 08:48 IVR-OUTBOUND PRE CALL - NO ANSWER. 01/06/09 08:06 CALL LOCK OUT. Firstly, the "departed manufacture facility" came up at the same time as the initial call attempt (even though the time says 16:00!) I will admit we did get the call when they advised on the track n trace system and they were helpful when we called back to say we wanted the PM delivery instead of the AM. I have booked a half day off of work on Thursday, so will be extremely annoyed if it is not delivered when it is meant to be.

Sophie / 02 Jun 2009 / 1:26 pm
Order my laptop on 20th May, and was told the usual 3 week delivery line. Got an automated call from some company (now assume it's WW) to say that the delivery would be tomorrow morning. It didn't arrive so I called dell, they said it was out for delivery with Syncreon and would be there before 5PM. So at 5:00 called them again and was told it would be here by 6:00PM. Still no sign of my laptop, and really regretting order from Dell. Dell website shows no tracking information for my package and I'm wondering whether I'll ever receive it :-(

Steve / 03 Jun 2009 / 8:52 am
The track n trace is now saying this:- 04/06/09 05:58 BPO - EXETER ORDER COMPLETE IN DEPOT. 04/06/09 02:44 BPO - EXETER FIRST BOX SCANNED INTO HUB. 03/06/09 12:43 WWI - HINCKLEY FIRST BOX SCANNED OUT OF HUB. 03/06/09 12:43 WWI - HINCKLEY ORDER COMPLETE IN HUB. 03/06/09 12:43 WWI - HINCKLEY FIRST BOX SCANNED INTO HUB. 03/06/09 10:25 PLAN COMMITTED NOTE. 02/06/09 14:54 WWI - HINCKLEY MERGE ITEMS PICKED. 01/06/09 16:00 LODZ DEPARTED MANU.FACILITY 01/06/09 13:28 04/06/09 PM DEL. SCHEDULED DELIVERY DATE. 01/06/09 13:28 PM DELIVERY. 01/06/09 13:23 04/06/09 SCHEDULED DELIVERY DATE. 01/06/09 08:48 IVR-OUTBOUND PRE CALL - NO ANSWER. 01/06/09 08:06 CALL LOCK OUT. So fingers crossed it will be delivered as promised this afternoon

Sophie / 04 Jun 2009 / 7:55 am
Well, after all that worrying, my spiffy new Dell PC arrived today at 1:10pm, so I can only leave positive feedback for Dell and Synchreon!

Sophie / 04 Jun 2009 / 3:21 pm
Ordered a Dell Inspiron on 31st of May, estimated delivery date of 17th June. On 6th of June, it was sent out (from China apparently) and Walsh Western's tracking site said it would be delivered within 4 days. 3 days later, I get an automated call saying it would be delivered today (10th June) between 8am & 1pm. Sure enough, at 7.45am it was delievered as promised, within the 4 days, and 7 days earlier than the original estimated date! Just wanted to balance the views given on this page - I'm sure many people have had genuine problems with Dell & WW, but I was very happy with the service I received.

Keith / 10 Jun 2009 / 12:49 pm
Sat in all day (holiday leave from work) waiting for a WW delivered Dell system. Confirmed over the phone yesterday for an AM delivery today. Guess what... it's now coming tomorrow! An absolute disgrace. After the shocking service from Dell with the ordering of the system, it seems that customer care from both of these companies is at its lowest point. I will think again before ordering a Dell system (which is a shame, as the kit is good). DELL and WW - SORT IT OUT!!!

CT / 16 Jun 2009 / 3:32 pm
Just got off the phone with a very nice woman (A computer) from dell. She told me they had arranged a delivery for tomorrow between 8am-1pm. I ordered this laptop (Studio 15) at the beginning of this month and the estimated delivery was the 30th so i wasnt expecting this. I had looked on the WW tracker and it said it had left china on thursday and should be 4 days (meaning today), but because of all this talk of them being rubbish i ignored this. Hope it comes, will be back to tell!!!!!!!

Tom / 22 Jun 2009 / 1:19 pm
Well I look to be another one satisifed customers of WW. The only downer I could say is that when they left me a message to confirm delivery it was recorded asking me to press button 1 (like that would do anything!!!) . A quick google later and I managed to speak to a miserable sod in Ireland who arranged a date a few days later; I then read this thread and waited, but sure enough they were good to their word and it turned up today as promised!!

Danksy / 03 Jul 2009 / 10:34 am

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Poor service from Walsh Western

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